Notes:
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The terms of Suporte do GitHub Premium are subject to change without notice and are effective as of November 2021.
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Quando você usa as ofertas de suporte do GitHub, os termos do Contrato, a política de privacidade do GitHub e o Contrato de Proteção de Dados do GitHub se aplicam. Com o termo Contrato, queremos dizer seu contrato principal conosco, ou seja, os Termos de Serviço Corporativos do GitHub, o Contrato de Cliente do GitHub ou seu contrato de licenciamento por volume da Microsoft.
About Suporte do GitHub Premium
Além de todos os benefícios do Suporte do GitHub Enterprise, os clientes do GitHub Enterprise podem comprar o Suporte do GitHub Premium, que oferece:
- Suporte gravado, em inglês, por meio do nosso portal de suporte 24 horas por dia, 7 dais por semana
- Suporte via telefone por meio de solicitação de retorno de chamada, em inglês, pelo nosso portal de suporte 24 horas por dia, 7 dias por semana
- Um Contrato de nível de serviço (SLA, Service Level Agreement) com tempos de resposta inicial garantidos
- Gerenciamento de escalonamento
- A capacidade de escalonar o progresso do tíquete no Portal de suporte do GitHub
- Uma equipe dedicada de Coordenadores de Incidentes que orquestram todas as partes do GitHub necessárias para resolver tíquetes urgentes
- Acesso a conteúdo premium
- Verificações de Integridade
- Assistência de atualização do aplicativo: antes de atualizar o GitHub Enterprise Server, examinamos seus planos de atualização, os guias estratégicos e outras documentações e respondemos a perguntas específicas do seu ambiente (somente o Premium Plus plan / GitHub Engineering Direct)
- Horas de consultoria técnica (somente o Premium Plus plan / GitHub Engineering Direct)
Suporte do GitHub Premium plans
There are two Suporte do GitHub Premium plans: Premium and Premium Plus / GitHub Engineering Direct.
Premium plan | Premium Plus plan / GitHub Engineering Direct | |
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Hours of operation | 24 x 7 | 24 x 7 |
Initial response time |
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Support channels |
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Training | Access to premium content |
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Members with support entitlements | 20 | 20 |
Resources | Priority ticket handling |
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Health Checks | Unlimited automated Health Check reports (see "Generating a Health Check for your enterprise") |
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Technical advisory hours | None | 4 hours per month |
Application upgrade assistance | None | By request |
Cloud planning | None | By request |
Notes:
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Enterprise owners and billing managers automatically have a support entitlement. Enterprise owners can add support entitlements to members of organizations owned by their enterprise account. For more information, see "Managing support entitlements for your enterprise."
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For the Premium Plus plan / GitHub Engineering Direct, 50% of unused Managed Services hours roll over to the next month and expire at the end of the quarter.
Signing up for Suporte do GitHub Premium
To sign up for Suporte do GitHub Premium or upgrade your plan, you can contact our account management team or call +1 (877) 448-4820.
Scope of support
Se a sua solicitação de suporte não está no escopo de auxílio da nossa equipe, podemos recomendar próximas etapas para resolução do problema fora do Suporte do GitHub. A sua solicitação de suporte possivelmente está fora do escopo de Suporte do GitHub, se a solicitação se tratar principalmente de:
- Integrações de terceiros, como o Jira
- Configuração de hardware
- CI/CD, como Jenkins
- Criação de scripts
- Configuração de sistemas de autenticação externa, como provedores de identidade SAML
- Projetos de código aberto
- Design de cluster LGTM
- Escrevendo ou depurando novas consultas para CodeQL
Se não tem certeza se o problema está fora do escopo, abra um tíquete e ficaremos felizes em ajudá-lo a determinar a melhor maneira de prosseguir.
Contacting Suporte do GitHub Premium
Suporte do GitHub Premium customers can use the Portal de suporte do GitHub to report issues in writing, in English.
Hours of operation
Suporte do GitHub Premium is available 24 hours a day, 7 days per week. If you purchased Suporte do GitHub Premium prior to September 17, 2018, support is limited during holidays. For more information on holidays Suporte do GitHub Premium observes, see the holiday schedule at "About Suporte do GitHub."
Service Level Agreement response times
For tickets you submit, support is available 24 hours a day, 7 days per week. The initial response time guaranteed by the SLA is dependent on the priority level of the ticket. Response time begins when Suporte do GitHub Premium sets the priority level of the ticket. A response does not mean the issue has been resolved.
Ticket priority level | Initial response time |
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Urgent | 30 minutes |
High | 4 hours |
Installing GitHub Enterprise Server releases
To ensure that your GitHub Enterprise Server instance is stable, you must install and implement GitHub Enterprise Server releases. Installing GitHub Enterprise Server releases ensures that you have the latest features, modifications, and enhancements as well as any updates to features, code corrections, patches or other general updates and fixes to GitHub Enterprise Server.
You must install the minimum supported version of GitHub Enterprise Server pursuant to the Supported Releases section of your applicable license agreement within 90 days of placing an order for Suporte do GitHub Premium.
Assigning a priority to a support ticket
When you contact Suporte do GitHub Premium, you can choose one of four priorities for the ticket: Urgent, High, Normal, or Low.
Ticket priorities for GitHub Enterprise Cloud
Priority | Description | Examples |
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Urgent | Production workflows for your organization or enterprise on GitHub Enterprise Cloud are failing due to critical service errors or outages, and the failure directly impacts the operation of your business. |
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High | Account or security issues with your organization or enterprise on GitHub Enterprise Cloud are causing limited impact to your business. |
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Normal | Members of your organization or enterprise on GitHub Enterprise Cloud are experiencing limited or moderate issues with GitHub.com, or you have general concerns or questions about your organization or enterprise. |
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Low | You have a question or suggestion about your organization or enterprise on GitHub Enterprise Cloud that is not time-sensitive, or does not otherwise block the productivity of your team. |
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Ticket priorities for GitHub Enterprise Server
Prioridade | Descrição | Exemplos |
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Urgent | Há uma falha do GitHub Enterprise Server em um ambiente de produção, e ela afeta diretamente a operação da sua empresa. Suporte para tíquetes com prioridade Urgent está disponível apenas em inglês. |
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High | GitHub Enterprise Server está falhando em um ambiente de produção, mas o impacto em seu negócio é limitado. |
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Normal | Você está enfrentando problemas limitados ou moderados com GitHub Enterprise Server, ou tem dúvidas gerais sobre a operação de sua instância. |
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Low | Você tem uma dúvida ou sugestão sobre GitHub Enterprise Server que não seja sensível ao tempo ou que não bloqueia a produtividade da sua equipe. |
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Resolving and closing support tickets
Suporte do GitHub Premium may consider a ticket solved after providing an explanation, recommendation, usage instructions, workaround instructions, or by advising you of an available GitHub Enterprise Server release that addresses the issue.
If you use a custom or unsupported plug-in, module, or custom code, Suporte do GitHub Premium may ask you to remove the unsupported plug-in, module, or code while attempting to resolve the issue. If the problem is fixed when the unsupported plug-in, module, or custom code is removed, Suporte do GitHub Premium may consider the ticket solved.
Suporte do GitHub Premium may close a ticket if the ticket is outside the scope of support or if multiple attempts to contact you have gone unanswered. If Suporte do GitHub Premium closes a ticket due to lack of response, you can request that Suporte do GitHub Premium reopen the ticket.
Receiving credits for missed responses to support tickets
If you don't receive an initial response within the guaranteed response time to more than four tickets in a given quarter based on GitHub's fiscal year, you're eligible for a credit. To honor the SLA, GitHub will refund 20% of the quarterly Suporte do GitHub Premium fee in cash. To receive the refund, you must submit a credit request.
The credit request must be made within 30 days of the end of the quarter during which Suporte do GitHub Premium did not respond to your tickets within the designated response time. Credit requests will not be honored if the respective deadline has passed. Once the respective deadline passes, you have waived the ability to claim a refund for the qualified credit.
To receive a refund, you must submit a completed credit request to supportcredits@github.com. To be eligible, the credit request must:
- Be sent from an email address associated with your account on your GitHub Enterprise Server instance
- Be received by GitHub by the end of the 30th day after the quarter in which the four qualifying credits occurred
- Include "Credit Request" in the subject line
The following information must be included in your credit request:
- Date (The date must be within 30 days after the quarter based on GitHub’s fiscal year end in which the claims occurred [January 31, April 30, July 31, or October 31].)
- Customer contact (You must specify both name and email address.)
- Customer address
- Qualifying credits (You must provide the date of each qualifying credit and the associated ticket number.)
- Ticket numbers
Accessing premium content
You can access premium content by signing in to the Portal de suporte do GitHub.